Muhibbah Travel Pte Ltd

1. Commitment to Service Quality Excellence

• We adopt a mindset of quality excellence and innovative so that our level of service to our customer will continually be enhanced.
• We provide reliable services that meet or exceed expectations of our customers.
• We ensure that the services we provide are of satisfactory quality as defined in the Sales of Goods Act S14 (2)
  
   

2. Professional Ethics

• The company adopts fair and ethical business practices as well as accurate marketing communications at all times.
  
   

3. Reservation, Deposit and Full payment

• Reservations can be made by you anytime during business opening hours.
• Tour


• A deposit of 50% of total tour fare is required upon reservation.
• Payment of deposit does not constitute the confirmation of the tour.All group packages are subjected to a minimum group size (as determined by the company) in order for confirmation to take effect and for the departure date to be finalized.
• Full payment is required not less than 14 days prior to departure.
• If full payment is not received 14 days or less prior to departure, the company reserves the right to forfeit the deposit and cancel the reservation.

  
  Air tickets

• A non-refundable deposit, whose amount, will depend on the type of air ticket purchased and the airline chosen, is required for the reservation of air tickets.This will be made known at the time of purchase and a receipt will be issued for this deposit and the balance indicated to be paid within the stipulated period.

  
  Group Tickets

• A non-refundable deposit, whose amount, will depend on the type of air ticket purchased and the airline chosen, is required for the reservation of group tickets.This will be made known at the time of purchase and a receipt will be issued for this deposit and the balance indicated to be paid within the stipulated period. The materialized for this group will also be indicated for the agreed price.
  
   

4. Cancellation By The Customer

• Customers are allowed to cancel reservation in writing,at any time prior to the departure date. However, cancellation fees will apply and the cancellation fee is computed based on the length of notice period prior to the departure date. Please note that the cancellation fee is a percentage of the total tour fare. Cancellation charges as well as corresponding refund component are indicated below:

   

  Cancellation notice	cancellation fee/person		Refund component
  From time of booking to:	(Percentage of total tour fare)
  No.of days prior to departure	A	B	A	B
  More than 36 days	25%	10%	75%	90%
  21-36 days	50%	20%	50%	80%
  07-21 days	75%	50%	25%	50%
  07 days or less	100%	100%	0%	0%

  
  * A : Category 1 is limited to time frames in which the intended period of travel, which is between the date of departure and date of return; includes any period gazetted as school holidays,public holidays or peak period as determined by airline/tour operator.

  * B :Category 2 is limited to time frames in which the period of travel, which is
  between the date of departure and date of return does not include any period gazetted as school holiday, public holidays or peak period as determined by airline/tour perator.

  Customer shall receive the refund, if applicable, not later than 7 working days upon the company receiving the written notice of cancellation and when no documents have been issued prior to the cancellation notice.However, when documents have been issued, prior to the cancellation notice, all refund, if applicable, to the customer will be made not later than 90 days.Where packages are non-refundable, this will be made known to the customer at the time of purchase
   

5. Cancellation By The Company

Please note that the Company is acting as an agent for services rendered. Even after deposit or full payment has been made, all arrangements are still subject to final confirmation. If for some unforeseeable circumstances the arrangement cannot be finalized and the tour reservation has to be cancelled, the Company will endeavour to notify the Customer at least one (1) week before departure date The Company also reserves the right to cancel any tour prior to the date of departure for whatever reason including, but not limited to, insufficient number of participants. Should any of the above happen, the entire payment shall be refunded to the Customer without further obligation on the part of the company. The Company may however, recommend alternative tours to the same or some other destinations. Should the Customer decide not to accept the alternatives, all monies paid shall be refunded in full by the Company without further obligations. The Company shall also not be held liable for any contingent costs incurred by the Customer arising from the cancellation.Customer shall receive the refund not later than 7 working days upon the company notifying the Customer of the tour cancellation.

6. Refund Policy on Used Portion

Tour
No refund or exchange can be made for any unused portion of the tour or flight.

Air Ticket
Any refund will depend on the type of ticket purchased and the airlines’ term and conditions. This will be stipulated on the ticket and made known to the customer at the time of purchase.


7. Refund Policy – Payment Mode

Please note that all refunds shall be made out in the original form of payment.

8.Amendment to Reservations and Amendment Fees

Amendment to Tour Itinerary
Customers may wish to amend specific components, where applicable, within the Tour Itinerary (for example, upgrading of hotels, signing up for optional tour itineraries etc). All requests for amendments must be made in writing not less than 14 days prior to departure date. The Company will revert to the Customer within 5 working days upon receiving written notice of the request for amendment.

Amendment Fee
The Company reserves the right to charge an amendment fee of S25 per person for each amendment requested for by the Customer. This fee will exclude all other charges imposed by the Airlines/Suppliers.
 

9. Extension of stay/deviation from tour itinerary

Extension of stay/deviation from tour itinerary may be permitted at the end of the tour,subject to a minimum validity and restrictions of air ticket seat confirmation,airlines’ terms and conditions and availability of hotel prior to commencement of tour. It is the customer’s responsibility to hold firm confirmation for the return flight. When extension of stay/deviation from tour from tour itinery cannot be confirmed 3 weeks prior to the group departure date,customer is deemed to be taking the original tour schedule. All extra costs incurred to process the extension/deviation, for example administrative fees,will be borne by the customer.Extension of stay/deviation from tour itinerary will be at Customer’s own expense and transfer to airport will not be provided.The air ticket issued is a special ticket, restricted to a specific airline only. It is non-negotiable, non-endorsable, non-reissuable, non-refundable and non-reroutable. Any alternation in routing or dates by the Customer is at his/her own risk. The Company and its associated agent shall not be held responsible for any inconvenience caused and extra expense incurred. No refund will be made for any unused air ticket, accommodation, meals or sightseeing, in part or in full.
 

10. Travel Documents, Travel Insurance and Travel Vouchers

Travel Documents
It is the Customer’s responsibility to ensure that his/her international passport has a validity of at least 6 months from the date of departure. Relevant visas and vaccinations may be required. Cancellation fees apply for any cancellation due to non-approval of visas or other reasons as stated above. Singapore permanent residents are to bring along a valid exit permit when traveling. For foreign passport holders, it is the Customer’s responsibility to hold valid re-entry visas.

The Company shall, whenever possible, assist the Customer in obtaining the necessary visas. Service and visa fees will be borne by the Customer.
The Company does not guarantee the approval of the visa application. If for some reason, application for visa or exit permit is rejected, the Customer must notify the Company at least 30 days prior to the departure date. Administrative fees will apply. If notification is less than 30 days, the relevant cancellation charge as stated above will apply.
The Company cannot be held responsible for any expenses, reimbursement or refund of any tour fare if Customer is refused entry by any country on the tour for whatever reasons including lack of necessary visas/documentation.

Travel Insurance
Purchase of travel insurance is strongly recommended with respect to unforeseen circumstances such as trip/tour cancellation, curtailment, personal baggage loss, personal accident, injury, illness, medical/hospitalization, flight delay, theft and other insurance coverage deemed necessary by the customer. Under no circumstances shall the Company be construed as a carrier under contract for safe carriage of Customer or his/her baggage/belongings. The Company’s representative will be pleased to assist in the enquiries of any travel insurance and related matters.

Travel Vouchers
The Company issues Travel Vouchers from time to time as part of its promotional activities. The voucher is usually designed in a form of a letter. The terms and conditions for the redemption of Travel Vouchers are clearly spelt out in such letters sent out to eligible Customers.

11. General Matters relating to Tours

Accommodation
In the event the accommodation booked or requested for is not available, every effort will be made for an alternative in another accommodation of similar standard. This is subject to confirmation and availability.

Special Requests
If there are any requests regarding special meals, dietary requirements, adjoining rooms and so on, please inform the Company when making a reservation. Such requests are subject to confirmation and availability.

Seat Rotation
For the convenience of all members of the group, Customers are requested to rotate their seating arrangements on the coach during the period of the tour. Please cooperate when called upon to do so by the tour leader/guide.
 

12.Pricing Policies

Tour Fare for Group Tours Only
Tour fares are based on current airfares, service prices, government tax and exchange rates, applicable at time of print or quotation and are subject to change with or without prior notice.

Tour fare includes:

• Return economy class group tour air ticket.
• Return airport transfers (airport/hotel/airport).
• Hotel accommodation on twin-share basis
• All meals, where applicable, as specified in the itinerary. If selected carrier’s flight time does not allow for certain meals to be taken, there shall not be any refund for meals not consumed.
• Baggage allowance as stipulated by the airline.

Please note the following:

• When booking tripe-share rooms, the third bed may be a “roll-away” bed.
• Single room occupancy is at additional cost.

Tour prices are for payments specifically indicated in the tour/booking form. The tour price excludes: -

1. Airport Taxes
2. Visa Fees
3. Travel Insurance
4. Custom User Fees
5. Laundry
6. Excess Baggage Charges
7. Beverages
8. Room Service
9. Gratuities to driver, tour leaders , and others
10. Tips to hotel porters and
11. All payments of a personal or like nature

Special request and payment from customer will be indicated in the tour/booking form.

Child Fare
Children below twelve (12) years as on the date of departure are eligible for child fare. Child fare is based on sharing a room with two (2) adults. There will be an additional cost for a child sharing one room with an adult.

Pricing Policy Relating To Promotions
We do accord discounts and other form of promotional pricing. Hence it is our policy to display all service charges including such discounts or promotions.

Payment Scheme for Reservations
Payment can be made in full or by way of a deposit followed by the balance of payment. Please refer to Section 3 for further elaboration.

Payment Mode
Payments by Customers can be made via Cash, Credit Cards and Cheque. All payments have to be made out in Singapore Dollars. For Cheque payments, we will take steps to effect bookings only after the cheque is cleared by the bank in our favour.

Pricing Accuracy
We are committed to the avoidance of over or undercharging. To ensure accuracy of charging, it is our policy to list clearly all prices including Goods and Services Tax where applicable, in our Sales Invoices and Communications Materials.
We will also clearly indicate any additional charges for extra services that may be incurred by the Customer.

Delivery Services
The Company provides delivery of documents to Customers upon request. Such services is provided at $5 per delivery.

Receipts
We shall issue you a detailed receipt for each and every payment made to the Company.

13. Feedback Mechanism

We welcome your feedback anytime and should you have any issue of concern, please contact us immediately. Our feedback channels include:

General matters : admin@muhibbahtravel.com
Retailing : retail@muhibbahtravel.com
Tours : tours@muhibbahtravel.com
Corporate : corporate@muhibbahtravel.com
Wholesale : wholesale@muhibbahtravel.com

• Face-to-face feedback
• Telephone communication at 65-62942011 Mondays to Fridays from 9.00 am to 6.00pm and Saturdays from 9.00 am to 3pm.
• Written feedback via email to :-

We will investigate and act to resolve areas of concerns. Our interim response is within 2 working days (or 48 hours). Depending on the complexity of the case, our time taken to resolve the complaint is within 18 working days.If we are unable to solve the complaint amicably, we are prepared to appear in any other mediation channels like Casetrust and Natas for the proper closure of this complaint.

14 Marketing Communications

In respect of marketing communications, we ensure that the brochures we provide contain sufficient and accurate information on Prices, Quality, Availability and Terms of sales.

15. Confidentiality

We will safeguard, according to strict standards of security and confidentiality, any information the Customer share with the Company. The Company will limit the collection and use of Customer’s personal particulars/information to the minimum and for the sole purpose of completing the transaction as well as facilitating the smooth delivery of services.
Every effort shall be made to ensure that the integrity of the Customer’s personal particulars and confidential information entrusted to the Company are not compromised unless required to by law. The Company also undertakes not to divulge the Customer’s personal information to any unauthorized third party without his/her prior written consent.

16. Rights and Disclaimers relating to Tours

The Company and its associates act only as an agent for the transportation companies, hotels and other principals for the Company’s programmes. As such, the Company and its associates accept no responsibilities for injuries, damage,accident,loss,delay,theft,quarantine, customs regulations,strike, changes in itinerary, deportation, or refusal of entry by Immigration Authorities resulting from improper travel documents, possession of unlawful items or irregularities that may be caused to person or property. Any losses and expenses incurred are the responsibility of the Customer. Please note that possession of proper and valid documents is the sole responsibility of the Customer.

The Company reserves the right to alter itineraries, travel arrangements, hotel arrangements etc. if it is deemed necessary or in the event of force majeure.

The Company reserves the right to require any individual to withdraw from the tour if his/her act of conduct is deemed detrimental to or incompatible with the interest, harmony and welfare of other tour members and the tour as a whole.

The Company shall be under no further liability thereafter to any such individual. No tour leaders/guides or other employee or agents of the Company are authorized to commit the Company to any liability whatsoever and the Company will not be bound by any statement or representation unless in writing and signed by a management executive of the Company.

The Company reserves the right to take photographs and films of Customers while on tour with the Company to be used for brochures advertising or publicity materials.
Written consent will be sought from the Customer for use of such materials in publications and any other form of advertising.

17. Links

This Service Assurance Policy complements the terms and conditions contained in the relevant documents provided by third party service providers such as airline or cruise tickets, hotel check-ins etc.

18. Miscellaneous

We reserve the right to change, amend, insert or delete any of the terms and conditions, or policies contained in this document, as the case may be, without prior notice.